Specialist, Customer Service (Non-Voice Channel Operations) (12 hour shift)

Summary

We are seeking a Customer Service specialist to support customer queries, manage disruptions and deliver exceptional customer service through the non-voice channels. This role plays a critical part in delivering timely, empathetic and effective service recovery while collaborating with internal teams and external vendors.

Job Description

Responsibilities

Social Media Servicing

• Respond to guest’s or fans’ requests, enquiries, comments and complaints, pre and post-flight, utilising our social customer care CRM platform - Salesforce.
• Address and resolve, issues by liaising with relevant departments for follow-up based on CSM handling guidelines.
• Monitor and support daily social operations to ensure SL (case resolution & first response time) are met.
• Liaise with other internal stakeholders to achieve case resolution.
• Follow up and ensure closure of any customer feedback received via all social media platforms.
• Support cases highlighted by Marketing and ensure closure where applicable.
• Attend to cases escalated by vendor to Scoot HQ-Chat within the next working day
• Review and attend to internal department escalation pertaining to social.
• Report daily social performance matrix.

Disruption Handling

• Monitor of Disruption handling and represent Customer Service team for any assistance required by internal stakeholders
• Coordinate with Fulfillment team for passenger handling
• Determine service recovery options for disruption handling

Vendor Management

• Maintain and uphold Vendor’s product knowledge and competencies in delivering expected service standards set by CS
• Attend/Conduct QA Calibrations and Audits as assigned
• Be the SME POC for Vendor on product and/or customer service related queries
• Identify knowledge gaps and/or concerns and raise timely to the appropriate channel/Supervisor

Refund Management

• Timely review and processing of refund submitted via SalesForce
• Assist customers from various channels with their refund request, if applicable.

Requirements

• Bachelor's degree or Diploma in any related discipline
• Able to work 12-hr rotating shifts
• Working knowledge of Microsoft Office with aptitude to learn and operate complex aviation scheduling/reservation software
• Proven experience working in Social Media Management, Live Chat or Customer Service is preferred